Experiences of social workers in service delivery during COVID-19: A case study of Waterberg District, Limpopo

Abstract

During COVID-19 social workers encountered numerous challenges in rendering services to clients. The national lockdown and working from home worsened the situation. Additionally, COVID-19 instilled fear to the global population, including social workers who were supposed to offer services during this pandemic. Therefore, the current study aims to explore social workers’ experiences of service delivery during COVID-19, with a focus on case management, their feelings and fears, availability of resources, work-life balance, and support from superiors. The primary aim for exploring these experiences is to determine the extent of damage that is caused by COVI D-19. Exploring these challenges will assist in developing strategies for addressing or avoiding further damage, while enhancing social workers’ well-being. This is a qualitative study that uses a case study research design to explore social workers' experiences. Participants were 15 social workers from the Department of Social Development in Waterberg District, Limpopo Province. The study used one- on-one interviews with semi-structured interviews for data collection. Participants were selected using purposive sampling since they were already known to the researcher and available. Data was analysed using thematic data analysis. The findings indicate that services were rendered telephonically and face-to-face. Some participants were unhappy with rendering services during COVID-19, while others were happy to offer their services. Those who were unhappy indicated fear of contracting the virus and spreading it to their families. However, some had minimal fears. Some participants were also affected by poor work-life balance. Most work that social workers did during COVID-19 concerned the dispatching of food parcels. During this period there was regular telephonic supervision, which included guidance and emotional support. Social workers could also receive peer support telephonically. Most participants did not find telephonic intervention effective, however they had to adjust to such changes introduced by COVID-19 to minimise the spread. Resources were limited which resulted in participants using their own expenses. There was inconsistent supervision. The study recommend the Department of Social Development to provide enough resources to employees for rendering services. The study further suggest proper training of supervisors on supporting employees since there was inconsistency in terms of supervision. In addition, future research need to explore the challenges faced by the supervisors during COVID-19 pandemic.